Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide

Chapter 1 Introduction

Siebel 7 Multiple Site Architecture

1-6

Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)

Figure 1-2

Multiple Site Architecture with Siebel 7

Note

The diagram shown above is a sample of multiple site architecture with Siebel 7.
It is also possible for a single Cisco Driver for Siebel 7 to communicate with
multiple CTI OS servers at the same time. However, a separate CTI OS server
must be installed for every ACD.

Table 1-1

Data Availability and Call Context Transfer Rules

Call Center Architecture

Data Availability

Call Context

Single shared database

Data available to any agent,
regardless of call center or site

Call context can be transferred
between agents regardless of call
center or site

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Cisco
CTI OS-
Media

Cisco
Data Store

Cisco PG

Site A

Site B

Siebel Database

Telephony

switch

IPCC or TDM

Telephony

switch

IPCC or TDM

Other Media

(Collab, Email)

Other Media

(Collab, Email)

Agent

Workstation(s)

Communication Server

Siebel Object Manager, Site B

Siebel Object Manager, Site A

Agent

Workstation(s)